AIDET is our framework for communicating with patients. There's a lot we can do to reduce customer anxiety and improve customer satisfaction through the care they receive. What that involves on our part is understanding that a good clinical outcome, while the ultimate goal, isn't the only thing that counts — how we treat patients as people can be as important to them as how we treat their bodies. That can get lost in the midst of a busy schedule — AIDET is a way to help us stop and remember.

Acknowledges the customer

Introduces self

Duration

Explanation

Thanks the customer

Service Recovery

Service Recovery is initiated when a customer receives less than excellent service. Service Recovery is the handling of complaints, problems or difficulties within our organization. Simply stated, Service Recovery is the art of making things right when things go wrong. Palmetto Health uses the ACT model for Service Recovery.

Apologize for not meeting the customer's expectations.Correct the service issue.Thank the customer for bringing the issue to your attention, and assure proper follow-through to prevent a recurrence.

After attempting to apply service recovery efforts, if you feel the patient and family would benefit from speaking with another party regarding their situation, please recommend they follow up with Patient Relations.